AccountId: 011433970860
ContactId: 00c84f12-018e-4858-ac00-7f45e169386d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153190 ms
Total Talk Time (AGENT): 39400 ms
Total Talk Time (CUSTOMER): 57270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/00c84f12-018e-4858-ac00-7f45e169386d_20250210T15:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from the dental health center in [PII]. I'm calling in regards to a claim to see if you guys have on file, and if not, if I can get that faxed over to get that paid right away because it is quite a ways overdue.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number I have is.
[CUSTOMER][NEUTRAL] 789-213
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] just take it I'll hold on.
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you are needing claim status?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service.
[CUSTOMER][NEUTRAL] Data service for her is.
[CUSTOMER][NEUTRAL] 51 of 24.
[AGENT][NEUTRAL] It looks like we paid that on [PII] of 24.
[CUSTOMER][NEUTRAL] OK, we had some issues, so 5:15 of 24.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then was it check? was it a check?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you happen to have the check number?
[AGENT][NEUTRAL] 1,852,020.
[CUSTOMER][NEUTRAL] Can you see and uh when the check cleared?
[AGENT][NEUTRAL] 6324.
[CUSTOMER][POSITIVE] Thank you so much for all your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.